1. Introduction
Rongo Campus Market (also known as RU Online Market) is an online marketplace and food-ordering service for students, staff and residents around Rongo University and other campuses we serve in Kenya.
These Terms & Conditions explain the rules for using the platform, whether you are a customer, a vendor or a delivery rider.
2. Acceptance of these terms
By creating an account, placing an order, listing products or delivering orders, you accept these terms. If you do not accept them, please do not use the platform.
Creating an account requires you to accept these Terms & Conditions and to acknowledge our Privacy Policy.
3. About the platform and our role
We operate a marketplace. Vendors list their own products and meals, set their own prices and prepare the orders. Riders carry out deliveries.
We act as an intermediary between customers, vendors and riders: we host the listings, process payments, coordinate delivery and provide customer care. We are not the manufacturer, grower or cook of the items sold unless clearly stated.
4. Customer responsibilities
You agree to give accurate registration details, a reachable phone number and a correct delivery location, and to be available to receive your order.
You agree not to misuse the platform, place false orders, abuse riders or vendors, or attempt to bypass payment.
5. Vendor responsibilities
Vendors must be approved by our team before selling. Vendors are responsible for the accuracy of their listings, the quality, safety and hygiene of what they sell, correct pricing, honouring accepted orders, and preparing orders within the times they publish.
Vendors must hold any licences or permits required for their trade and must not list prohibited items.
6. Rider responsibilities
Riders must be approved and activated by our team. Riders must collect orders promptly, handle them with care, follow traffic rules, treat customers and vendors respectfully, and update the delivery status honestly.
Riders on our delivery team are paid a salary agreed with us. Riders do not earn a share of order amounts or delivery fees.
7. Listings, prices and availability
Prices are shown in Kenyan Shillings (KSh) and are set by vendors. Listings may change or sell out at any time.
If an item becomes unavailable after you order it, we will contact you to arrange a replacement, a partial refund or a cancellation.
8. Orders
An order is placed once you complete checkout. The final amount is always calculated by our systems from live prices and the delivery fee for your location — never from amounts entered in your browser.
A vendor may decline an order, for example when an item is out of stock or the business is closed. Where an order is declined after payment, the paid amount is refundable.
9. Payments
Payments are processed by our payment provider, Paystack, which supports M-PESA and card payments. We do not store your full card details.
An order is treated as paid only once the payment is verified by the provider. Failed, abandoned or unverified payments do not create a paid order.
10. Delivery and delivery fees
Delivery is available within the campus zones we serve. Delivery fees depend on the distance zone for your location and are shown before you pay.
The delivery fee is charged in addition to the price of the items, and is revenue of the platform rather than of the vendor. Pickup orders have no delivery fee.
Delivery times are estimates. Weather, traffic, vendor preparation times and campus access can affect them.
11. Platform commission
We charge vendors a commission of 10% of their eligible sales value on the platform. The commission is deducted from the vendor's balance before settlement.
The commission applies to the value of the items sold, not to the delivery fee.
12. Weekly vendor settlements
Vendor balances are calculated for weekly periods running Monday to Sunday and cover eligible, completed orders with verified payments.
Eligible vendor balances are scheduled for settlement weekly, subject to successful order completion, refunds, disputes, chargebacks, verification requirements, payment-provider processing, applicable holds, adjustments, and other circumstances that may affect settlement.
A balance below the minimum payout amount is held and carried forward to the next period. Vendors must provide valid payout details (M-PESA or bank) before a payout can be made. A settlement is marked paid only once the payout provider confirms the transfer.
13. Refunds — food and meals
For food, meals and other food-related orders, a refund request must be made within 30 minutes after the order has been successfully delivered. The 30 minutes are counted from the delivery time only — not from when the order was placed, paid for, accepted, prepared or collected.
A refund can only be requested for an order that has a verified successful payment and that has been delivered.
14. Refunds — other products
For non-food products, a refund request must be made within 3 days after the order has been successfully delivered, counted from the delivery time.
Refund requests are reviewed by our team. Where a refund is approved, the approved amount can never exceed the amount actually paid and not already refunded for that order.
15. Cancellations
You may ask to cancel an order before the vendor begins preparing it. Once preparation has started, cancellation may not be possible, particularly for freshly prepared food.
Where we cancel an order, any verified payment for it is refundable.
16. Chargebacks and disputes
Where a payment is reversed or disputed through the payment provider or a bank, the disputed amount may be deducted from the relevant vendor balance and may delay a settlement while the dispute is resolved.
We may place a hold on a balance while we investigate suspected fraud, abuse or repeated disputes.
17. Complaints and customer care
You can reach customer care through the Help & Customer Care page, by phone, by WhatsApp or by email. We aim to respond during our published support hours.
Please raise order problems as soon as possible, and within the refund window where a refund is involved.
18. Prohibited products and conduct
The following may not be listed or sold: illegal items, drugs and controlled substances, alcohol and tobacco without the required licences, weapons, stolen goods, counterfeit goods, prescription medicines, live animals, hazardous materials, and anything prohibited by Kenyan law or campus rules.
Harassment, threats, fraud, spam and attempts to break the platform's security are prohibited.
19. Suspension and termination
We may suspend or close an account, a vendor listing or a rider account where these terms are broken, where fraud or abuse is suspected, or where required by law.
You may stop using the platform at any time and may ask us to close your account.
20. Availability of the service
We work to keep the platform available but cannot guarantee uninterrupted service. Maintenance, network problems, provider outages and events outside our control may interrupt it.
21. Intellectual property
The Rongo Campus Market name, logo, design and platform content belong to us or our licensors and may not be copied or reused without permission.
Vendors keep the rights to their own business names, photos and descriptions and give us permission to display them on the platform.
22. Limitation of liability
To the extent permitted by law, our liability for any claim connected to an order is limited to the amount paid for that order.
We are not liable for indirect or consequential losses, or for the acts of vendors, riders, customers or payment providers beyond our reasonable control. Nothing in these terms removes rights you have under Kenyan consumer law.
23. Privacy
How we collect and use personal information is explained in our Privacy Policy, which forms part of these terms.
24. Communications
We send service messages about your orders, deliveries, payments, refunds, support requests, settlements and account activity. These are part of using the platform.
Promotional messages are separate and are only sent as marketing communications. Accepting these terms, acknowledging the Privacy Policy and verifying your phone number are not marketing consent.
25. Changes to these terms
We may update these terms. The current version and its version number are always published here. Where a change is material, we may ask you to review and accept the new version before continuing to use the platform.
26. Governing law
These terms are governed by the laws of Kenya, and disputes are subject to the jurisdiction of the Kenyan courts.
27. Contact us
Phone: +254 182 200 974
Email: ruonlinemarket@gmail.com
Address: Rongo, Migori County, Kenya
See also our Privacy Policy.